Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Jessica Hayward

Jessica Hayward

Thornton

Summary

Passionate and people-focused leader with 5+ years of experience in specialty coffee, customer engagement, and team development. Proven track record of driving sales, building high-performing teams, and creating meaningful customer relationships. Known for combining strong operational skills with creativity, empathy, and a deep love for community. Looking to bring positive energy, leadership potential, and a growth mindset to a company that values heart-led service and development from within.

Overview

12
12
years of professional experience

Work History

Cafe Manager

Foolish Craig's Too
08.2019 - 04.2025
  • Hand-selected to help launch and manage a high-volume specialty coffee shop inside a competitive university setting; remained with the business from its inception to 2025.
  • Played a key role in brand development, contributing to menu creation, beverage innovation, visual design, and community engagement strategies.
  • Designed and implemented interactive features such as a floor-to-ceiling chalkboard with weekly prompts, a "Take a Compliment, Leave a Compliment" station, and a map to pin where you are from, to foster customer connection.
  • Developed seasonal drink menus and custom chalkboard displays to drive sales and elevate the customer experience.
  • Trained and mentored all new hires in espresso technique-including use of semi-automatic machines and latte art, as well as customer service standards and operational efficiencies.
  • Oversaw all ordering through vendors, employee scheduling, training, cash handling, end-of-day reporting, and bank deposits.
  • Regularly communicated customer feedback and sales trends to ownership, resulting in improved food offerings and operational efficiencies.
  • Observed and analyzed market trends to remain competitive.
  • Helped increase daily sales from an initial projection of $600/day to consistent averages of $2500/day with 300+daily customers.
  • Created and nurtured a positive workplace culture rooted in exceptional service and authentic community relationships, contributing to the shop's long-term success in a location where other businesses historically failed to thrive.

Cafe Manager

Barnes & Noble
05.2015 - 08.2019
  • Consistently achieved annual sales and gross margin targets, resulting in receiving performance bonuses every year.
  • Lead team to win 3rd place in a regional frappuccino sales contest.
  • Oversaw daily cafe operations to maintain smooth workflow in both front-of-house and back-of-house areas.
  • Delivered excellent customer service experiences by addressing concerns promptly and professionally.
  • Trained cafe employees to consistently exceed customers' expectations and provide superior service.
  • Established a welcoming atmosphere, maintaining high standards of cleanliness and presentation throughout the cafe.
  • Improved customer satisfaction by implementing efficient service procedures and staff training programs.
  • Grew cafe sales by effectively marketing business and improving customer relations strategies.
  • Filled in for absent employees in any position in cafe, keeping operations efficient even when short-handed.
  • Kept staff motivated with regular feedback sessions, recognition of achievements, and opportunities for professional growth.

Barista

Caribou Coffee
03.2015 - 06.2015
  • Coached other stores in the district, to replicate success in increasing coffee bag sales/hitting target goals.
  • Maintained regular and consistent attendance and punctuality.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
  • Operated espresso machines and commercial coffee brewers to create beverages.
  • Made and served brand-specific café beverages with focus on speed, quality and consistency
  • Enhanced customer satisfaction by efficiently preparing and serving high-quality beverages.
  • Fostered positive customer relationships, encouraging returning customers.

Head Cashier

Barnes & Noble
07.2014 - 03.2015
  • Maintained a 10% average membership sales rate, surpassing the company goal of 2%.
  • Received 1st place Above & Beyond district award for membership sales.
  • Coached peers to achieve membership sales success, contributing to store ranking 1st in district.
  • Coached Head Cashiers from other stores in the district to achieve membership sales success.
  • Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
  • Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
  • Educated employees on register use, merchandising, and customer service.
  • Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
  • Assisted customers by answering questions and fulfilling requests.
  • Evaluated presentation of checkout lanes and kept team members on top of cleaning tasks when necessary.


Barista

Barnes & Noble
11.2012 - 07.2014
  • Recognized as "Above & Beyond" for exceptional sales and customer engagement , featured in a B&N "Inside" article for outstanding contributions and work ethic.
  • Sold most bags of coffee in contribution to Holiday Drive donations.
  • Maintained a clean and organized workspace for optimal productivity and safety.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
  • Contributed to a positive team environment through effective communication and collaboration with colleagues.
  • Cleaned counters, machines, utensils, and seating areas daily.
  • Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
  • Controlled line and crowd with quick, efficient service.
  • Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.

Education

Diploma -

Joliet West High School
Joliet, IL
05-2009

Skills

  • Customer Relationship Building & Engagement
  • Team Leadership & Staff Development
  • Sales Strategy & Performance Optimization
  • High-Volume Service Management
  • Creativity & Initiative
  • Conflict Resolution & Communication
  • Active Listening
  • Empathy & Emotional Intelligence
  • Reliability
  • Coffee Shop Operations
  • Developing Culture
  • Cultivating Enthusiasm
  • Hospitality

Languages

Coffee Advanced

Timeline

Cafe Manager

Foolish Craig's Too
08.2019 - 04.2025

Cafe Manager

Barnes & Noble
05.2015 - 08.2019

Barista

Caribou Coffee
03.2015 - 06.2015

Head Cashier

Barnes & Noble
07.2014 - 03.2015

Barista

Barnes & Noble
11.2012 - 07.2014

Diploma -

Joliet West High School

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Jessica Hayward